This documentation supports the 22.1 and consecutive patch versions of BMC Helix Multi-Cloud Broker.

To view an earlier version, select the version from the Product version menu.

Creating xMatters events for incidents via BMC Helix iPaaS, powered by Jitterbit

As an administrator, you can integrate BMC Helix ITSM with xMatters to synchronize xMatters events with BMC Helix ITSM incidents. When you create an incident with Incident Type as User Service Restoration and Resolution Category as Request > xMatters > Events in BMC Helix ITSM, an event is triggered in xMatters. This integration enables administrators to manage xMatters events in BMC Helix ITSM.

BMC Helix Multi-Cloud Broker, along with BMC Helix iPaaS, powered by Jitterbit provides an out-of-the-box integration template to integrate BMC Helix ITSM and xMatters. You configure the integration in BMC Helix Multi-Cloud Broker and deploy the integration template to your BMC Helix iPaaS, powered by Jitterbit environment.

The following image gives an overview of the capabilities that this integration supports:


This integration provides the following capabilities:

Use casexMatters to BMC Helix ITSMBMC Helix ITSM to xMatters
Create tickets

Creates an xMatters event from a BMC Helix ITSM incident

NA

Synchronize updates

Updates the vendor data in BMC Helix Multi-Cloud Broker when a brokered xMatters event is created. Then, you can view the xMatters event details in the BMC Helix ITSM UI.

Updates the status of the xMatters event to Terminated when the BMC Helix ITSM incident is closed

Synchronize comments

NA

Adds a comment in an xMatters event when a comment or worklog is added in the corresponding BMC Helix ITSM incident.

Important: To synchronize comments, select the Share with xMatters when you add the comment in BMC Helix ITSM.

BMC Helix ITSM to xMatters data flow

The following image gives an overview of the data flow for creating or updating an xMatters event from a BMC Helix ITSM incident :

The following image gives an overview of the data flow for changing the status and priority of an xMatters event or adding comments from a BMC Helix ITSM incident:


Logging an xMatters alert in BMC Helix ITSM

The following video illustrates an example of how an xMatters alert is created from a BMC Helix ITSM incident:

Before you begin

You require the following items to successfully set up and use this integration: 

Required versions
  • BMC Helix ITSM version 20.08 and later
Authentication and permissions
  • Company Supervisor, REST Web Services User and Full Access User roles assigned to the user profile in xMatters
  • Administrator access for BMC Helix Multi-Cloud Broker and BMC Helix ITSM users to run this integration
Jitterbit Harmony subscription
  • A valid BMC Helix iPaaS, powered by Jitterbit subscription
Limitation
  • Duplicate webhooks with the same condition should not exist in xMatters

Task 1: To configure the integration

  1. Log in to BMC Helix Innovation Studio.
  2. On Workspace, click Multi-Cloud Broker.
  3. To launch BMC Helix Multi-Cloud Broker, in the top-right corner of the page, click Visit Deployed Application.

    Tip

    You can access BMC Helix Multi-Cloud Broker directly by entering the URL https://hostName:portNumber/helix/index.html#/com.bmc.dsm.mcsm/login and logging in as a tenant administrator.

  4. Click Settings .

  5. Select Start Here > Quick Configuration Guide.

    The Quick Configuration Guide page is displayed.

  6. In the Step 1: Choose configuration tab, perform the following steps:

    Important

    In Choose ConfigurationHelix iPaaS (powered by Jitterbit) is selected by default. Do not change this value.

    1.  Under Notifications, select xMatters Alert to ITSM Incident.

    2. Click Next.
  7. In the Step 2: Perform configurations tab, perform the following steps:

    1. Add an operating organization, if you have not already done so.

    2. Add xMatters as the vendor organization, if you have not already done so.

    3. To add the vendor metadata, click Map vendors and perform the following steps:

      1. On the Map Vendors page, click Map Vendor.

      2. Complete the fields as described in the following table:

        Field

        Action

        Description

        Enter a description for the vendor metadata configuration.

        Ticketing Technology Provider

        From the list, select xMatters.

        (Optional) Instance Name

        If you are using multiple instances of xMatters, enter the name of the instance that you are using for this integration.

        Add Mapping

        After you select the ticketing technology provider, click Add Mapping.

        BMC Helix Multi-Cloud Broker displays the default values in the Instance URL field and the Display Field Mapping section.

        Instance URL

        If you have clicked Add Mapping, this field is auto-populated with a default URL. 

        Update the instanceUrl value in the default URL.

        The default value of this variable is https://{instanceUrl}/xmatters/app.do#EventDetailsReportPlace:{eventId}/overview.

        For example, update the default value to https://xmatters.bmc.com/xmatters/app.do#EventDetailsReportPlace:{eventId}/overview.

        Process Name

        The name of the process created in . The default value of this variable is com.bmc.dsm.ticket-brokering-lib:Connector Process xMatters for {description}.

        Display Field Mapping

        By default, the basic xMatters fields are mapped in this section.

        If you want to map additional fields to display in the BMC Helix ITSM UI, add the relevant mappings by clicking .

        Integration Platform

        Select Jitterbit.


      3. Click Save.

    4. To fetch incidents from BMC Helix ITSM, click Define filter criteria to fetch records from ITSM to Helix Multi-Cloud Broker for incident, and perform the following steps:

      1. To select the filter criteria, click Advanced filter.

      2. Select the filters from the available fields, and click Next.
        The query filter expression is displayed. By default, the AND qualifier is applied when you select multiple filter criteria.

      3. To change the qualifier for your filters, update the query, and then click Save

        Important

        Make sure that you enter a valid query with available fields and values.


      4. Click Close
        When an incident matches the operation and filter that you have selected, the system fetches that incident to BMC Helix Multi-Cloud Broker
        .

    5. In the Configure xMatters integration section, refer to the configuration steps listed and select the check boxes as you complete each step.

    6. Click Save.

Task 2: To download and import the integration template project file

  1. Download the Create xMatters events from BMC Helix ITSM incident 2022-07-01  file.
    This file contains the BMC Helix iPaaS Cloud Studio project Sync BMC Helix ITSM Incidents With xMatters Events.

    Important

    Your ability to access product pages on the EPD website is determined by the license your company purchased.

  2. Log in to  and navigate to Cloud Studio.
  3. Select your organization.
  4. On the projects page, click Import.
  5. Click Browse and then select the Create xMatters events from BMC Helix ITSM incident.json file you downloaded.
    The Project Name and Organization fields are automatically populated. The default project name is displayed, but you can change it, as needed.

  6. From the Environment list, select the environment to which you want to import this integration template, and click Import.
    The project opens after the integration template is imported. 
  7. To open the project file at a later time, select the environment where the integration templates are available, select the project name, and click View/Edit.

Task 3: To update the project variables for the integration template

  1. Next to the Environment name, click the ellipsis ... and select Project Variables.
  2. Update the project variables as described in the following tables:
    • BMC Helix iPaaS project variables

      Project variableAction
      BHIP_API_Name

      Enter the name for API that is created in BMC Helix iPaaS to receive BMC Helix Multi-Cloud Broker webhook requests.

      The default value of this variable is set to BMCHelixITSMIncidentAndxMattersEvent.

      If required, change the name.

      BHIP_API_User_RolesSpecify the organization roles that should have access to the new API. You can add multiple, comma separated values.
      Important: If you do not specify any value, all the organization roles get access to the new API.
      BHIP_MCB_API_Profile_Username

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the user name that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      BHIP_MCB_API_Profile_Password

      The integration template creates an API in BMC Helix iPaaS to handle requests from BMC Helix Multi-Cloud Broker.

      Enter the password that should be used while creating the BMC Helix Multi-Cloud Broker API profile.

      BHIP_Vendor_API_Profile_Type

      The integration templates create APIs to accept requests from a vendor.

      Enter one of the following API authentication mechanisms that you want to use with this API:

      • BASIC

      • ANONYMOUS

      • APIKEY

      The default value of this variable is BASIC.

      BHIP_Vendor_API_Profile_Username

      Enter the user name for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_Password

      Enter the password for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable only if you select the BASIC option in BHIP_Vendor_API_Profile_Type.

      BHIP_Vendor_API_Profile_ApiKey_Name

      Enter the APIKEY name for the security profile that you want to use with the vendor API. 

      Important: Provide a value for this variable only if you select the APIKEY option in BHIP_Vendor_API_Profile_Type.

      BHIP_Host

      Enter the BMC Helix iPaaS instance URL where you want to run this project.

      Important: Make sure that you do not enter any leading and trailing spaces.

      BHIP_User_NameEnter the user name for the BMC Helix iPaaS instance.
      BHIP_User_PasswordEnter the password for the BMC Helix iPaaS instance.
    • xMatters variables:

      Project variableAction
      xMatters_Host_URLEnter the xMatters instance URL where you want to run this project. Important: Make sure that you do not enter any leading and trailing spaces.
      xMatters_User_NameEnter the user name to access xMatters.
      xMatters_User_PasswordEnter the password for the xMatters user.
      xMatters_Form_NameEnter the name of the xMatters form to be populated.
      xMatters_Trigger_NameEnter the type of trigger used to define the purpose of the webhook; for example, Event Status Updates.
      xMatters_Client_IdEnter the xMatters Client ID. The value of the client ID for your company is available on the OAuth page of the Workflows tab.
      xMatters_EndpointEnter the name of the xMatters endpoint used to establish the webhook connection.
      xMatters_IntegrationEnter the name of the workflow defined for the outbound integration. Enter Integrations.
      xMatters_Workflow_NameEnter the name of the xMatters workflow.
    • BMC Helix Multi-Cloud Broker project variables:

      Project variable

      Action

      MCB_Host

      Enter the BMC Helix Multi-Cloud Broker host URL to which the xMatters events should be synchronized.

      MCB_Username

      Enter the user name that enables users to interact with BMC Helix Multi-Cloud Broker.

      MCB_PasswordEnter the password for the provided user name.
      MCB_Vendor_NameThis variable is autopopulated. Do not change the default value.

      MCB_Assigned_Group

      Enter the name of the support group to which you want to assign the incident.

      MCB_Assigned_Support_Organization

      Enter the name of the support organization to which you want to assign the incident.

      MCB_Assigned_Support_Company

      Enter the name of the support company to which you want to assign the incident.

      MCB_Assigned_Company

      Enter the name of the company for which you want to create the incident.

      MCB_Assigned_Company_Id

      Enter the ID of the company for which you want to create the incident.

      MCB_Assigned_Business_Unit

      Enter the name of the business unit to which you want to assign the incident.

      The following variables are inputs from BMC Helix ITSM. Either enter values for these variables or map appropriate xMatters fields if the data is available:

      Project variable

      Action

      ITSM_Company_NameEnter the company name for which the integration template needs to be run; for example, Apex Global.
      ITSM_Customer_First_NameEnter the first name of the BMC Helix ITSM customer.
      ITSM_Customer_Last_NameEnter the last name of the BMC Helix ITSM customer.
      ITSM_Incident_Type

      Enter any of the following incident types for which a corresponding xMatters alert should be created:

      • User Service Restoration
      • User Service Request
      • Infrastructure Restoration
      • Infrastructure Event
      • Security Incident

      The default value of this variable is set to User Service Restoration.

Task 4: To deploy and enable the project

Deployment is a one-time activity that initializes the integration configurations. The UI displays a message for the deployment status.

To deploy the project and then enable the integration:

  1. To deploy the project, next to the project name, click the ellipsis ..., and select Deploy Project.
  2. To enable the integration, next to the Enable Integrations operation, under 2.0 Integrations workflow, click the ellipsis ..., and select Run.

The following image shows the steps to deploy the project and enable it by deploying the workflow:

After you enable the integration, when an incident is created in BMC Helix ITSM, a corresponding event is created in xMatters and the vendor data in BMC Helix Multi-Cloud Broker is updated. When the incident is closed, the status of the xMatters event is changed to Terminated. Any comments added to the incident are synced with the event.

(Optional) Task 5: To set the API debug mode

By default, the debug mode is set to 2 hours after you run the integration. Debug logs are updated for the time set for the debug mode. To increase the debug mode for a longer period of time, perform the following steps:

  1. In BMC Helix iPaaS, powered by Jitterbit, select API Manager > My APIs.
  2. Open the BMC_Helix_ITSM_Incident_And_xMatters_Event_Vendor_To_MCB API.

  3. Select Enable Debug Mode Until: and set it for the required date and time.

  4. Save and publish the API.
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